With over 50 years of experience and more than 300,000 homes delivered, Grupo Javer is one of Mexico’s leading real estate developers — and a key member of Grupo VINTE. But when it came to their internal operations, it was clear a change was needed. Their existing IT Service Management (ITSM) tool had become everything it shouldn’t be: a roadblock instead of a solution.
Frequent disruptions, VPN-only access, on-premise infrastructure, and outdated manual processes were just a few of the problems that needed to be addressed. Their goals were clear: reduce system downtime, streamline support workflows, and offer a more intuitive user experience.
That’s where InvGate Service Management made the difference: 45% faster MTTR, over 50% increase in SLA compliance, higher survey participation with near-perfect satisfaction scores, and key service metrics integrated into Power BI for real-time tracking. Also, with smarter workflows in place, they now expect to reduce ticket volume by 20% this year.
The starting point
Before the change, updates to the existing platform could bring operations to a halt for up to two days. IT support relied on manual processes, and key insights were difficult to extract due to a lack of real-time metrics. Many tickets remained unresolved for months (some for over a year), and satisfaction surveys saw little to no participation.
Behind the scenes, hidden costs were stacking up: server maintenance, database licenses, and man-hours dedicated to keeping the system running rather than improving it.
Choosing a new path
Grupo Javer evaluated several platforms. Ultimately, they chose InvGate Service Management for its flexibility, modern interface, and ability to adapt to their environment.
Implementation highlights
- Cloud-native platform: By moving to a SaaS-based solution, Grupo Javer eliminated the need for VPNs and on-premise servers. This allowed agents to connect remotely and securely from anywhere, improving flexibility and accelerating user adoption.
- Smart and secure integrations: Integrations with Microsoft Teams and Azure Active Directory gave employees easy access to the service desk through familiar tools, while ensuring secure authentication with Single Sign-On (SSO) and multi-factor authentication.
- Time-saving automation: InvGates automation enabled Grupo Javer to create custom workflows, such as acknowledgment receipts to certify equipment assignments, reducing manual work and minimizing human error.
- AI-powered support: AI features like ticket summarization and knowledge base suggestions helped lower ticket volume and streamline operations by reducing response times and improving agent efficiency.
The results
Grupo Javer quickly saw measurable improvements across key service metrics:
- 45% faster MTTR: Average resolution time dropped from 3 days to 1.
- Over 50% improvement in SLA compliance: Thanks to automated alerts and escalations.
- 90%+ increase in user feedback: Survey response rates jumped from under 10% to significantly higher, with near-perfect satisfaction scores.
- 20% projected reduction in annual ticket volume: Driven by smarter channels and better documentation.
- KPI visibility through Power BI: All key service metrics are now integrated into real-time dashboards for executive reporting and operational monitoring.
Additionally, Grupo Javer integrated InvGate Service Management with Microsoft Power BI to create centralized service desk dashboards. These Power BI service desk dashboards consolidate key metrics (such as satisfaction scores, resolution times, and ticket distribution by area) into a single, real-time view.
This enabled IT leadership to monitor support performance alongside broader initiatives like budgeting and project tracking, all without switching platforms. The result is more accurate, actionable reporting compared to their previous setup.
Looking ahead
With device replacements and responsive letter automation already underway, Grupo Javer is now focused on new goals: piloting WhatsApp as a support channel, expanding AI capabilities to predict SLA breaches, and using smart agent recommendations along with a dynamic knowledge base to proactively reduce ticket volume and improve service efficiency.
